The status bar at the top of your screen displays your current status and the length of time you have been in that status. If needed you can change your status to suit your working needs. This is commonly used to indicate if you are available or unavailable.
Click play to watch a video overview of using the status bar.
When you log in you may need to set your availability for all queues to which you are assigned. If your company administrator has configured your account such that you are automatically available after you log in, you do not need to set your availability.
If needed you can also set yourself as ‘Unavailable’ and specify when you are taking a break an for what reason.
Available status #
To indicate that you are available, click: . This will apply the available status to all queues to which you are assigned, including non-voice channels such as email. To update your status on specific channels or queues see Making myself available on specific channels and/or queues only.
Note: In some scenarios, you will be marked as unavailable automatically. See Changing my current status for more. |
Break status #
To indicate that you are on a break, click: and then select the reason for your break from the dropdown list. Break reasons are pre-defined by a company administrator and are classified into different types, such as lunch break, training course, etc.
The break starts immediately, unless:
- You are on a call (inbound or outbound), in which case the break starts at end of the current call
- You are in wrap-up time, in which case the break starts when the wrap-up period ends.
When the break starts, your status changes automatically so that you are not presented with any new calls.
Note: You must complete and wrap up any active calls or open webchats that are in your inbox before you go on a break, otherwise your status will not update to “On a break”. For webchats, if you are taking a longer break, you can also put webchats that you have not started to handle back onto the queue manually, so that they can be picked up by someone else in your absence. |